Senior Manager, Support Excellence & Digital Services

Zscaler

9d•$150,500 - $215,000•Remote

About The Position

We are looking for a Senior Manager, Support Excellence & Digital Services to join our team. This is a Remote role, reporting to the Director of Customer Support Strategic Initiatives in the Customer Success Organization. In this role, you will lead the organization’s initiatives across knowledge management, process optimization, support enablement, digital transformation, and Center of Excellence programs, integrating KCS best practices, process improvement methodologies, enablement strategies, and AI-powered digital solutions to enhance customer experience, operational efficiency, self-service capabilities, and overall service delivery.

Requirements

Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain
Bachelor’s degree in business administration, human resources, operations management, or a related field (Master’s preferred)
10+ years of experience in support excellence, KCS, process management, digital services, enablement, or customer support transformation, with at least 7 years in a leadership role
Strong expertise in knowledge management (KCS methodology), process management (Lean / Six Sigma), and digital service solutions or customer experience technologies
Experience working cross-functionally with Engineering, Product Management, Operations, Enablement, and Training teams to drive product supportability
Experience using case trend analysis, customer feedback, and operational metrics to influence training, process, product, and digital support strategies

Nice To Haves

Experience building or leading a Center of Excellence (COE) or similar function focused on operational excellence, enablement, and support transformation
Understanding of and experience with tools and technologies including deep KCS systems, SFDC, Confluence, Jira, Tableau, Asana, and AI-enabled support tools
Experience developing and implementing coordinated digital and AI support strategies at scale that create better customer experiences and reduce support case volume

Responsibilities

Lead digital transformation and AI-powered support initiatives to optimize the case lifecycle, self-service adoption, and customer outcomes
Oversee the end-to-end process management lifecycle, alignment with organizational goals, and Center of Excellence programs for operational readiness
Drive support enablement initiatives and partner cross-functionally across Engineering, Operations, and Product teams to influence product supportability
Analyze case trends, customer pain points, and operational data to translate findings into actionable recommendations for product, process, and digital support improvements
Lead the implementation and evolution of KCS practices across the organization to improve knowledge management and reduce resolution times